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Frequently Asked Questions About Support

Important things to know:

The primary hours of telephone support are 8:00am to 6:00pm (EST) Monday - Friday

Telephone support is available 24 hours a day for EMERGENCIES ONLY outside of the primary hours.

We give PRIORITY to all support requests via email and the web.

For new installations or related networking issues, or remote tutorials, please contact This email address is being protected from spambots. You need JavaScript enabled to view it. to arrange a mutually convenient time.

What is included in Annual Support?

The following is automatically included with the original purchase of TripTracker for 12 months and thereafter upon paying the Annual support subscription.

12 months email and web request support (This email address is being protected from spambots. You need JavaScript enabled to view it.)

24/7 access to TripTracker Support website for assistance, tips, tutorials, and webinars.

12 months of program updates & upgrades to TripTracker

How much is annual support?

The optional annual support is $395.00. However, we will provide a $100 discount each year if you sign up for Auto-Renewal using a credit card or if a payment is received vai check by the due date. In order to provide fairness among everyone there will be NO EXCEPTIONS for late payments.

If I don't pay Annual Support what happens?

You will not be eligible for ANY technical assistance or program upgrades.

Can I skip a year for paying Annual Support?

Even renewal is an option, we rely on the fees from annual support subscriptions to pay for programming new features and our support personnel. Customers who are not current with their annual support subscriptions will be required to renew support (calculated from when support expired or original purchase date whichever is alter) in order to obtain support (which may include version upgrades).

If I don't require any assistance why should I pay for Annual Support?

You would continue to receive free program updates & upgrades as well as having peace of mind knowing that assistance is readily available when needed. The latest version of TripTracker will automatically check if any programs updates are available and prompt your to download and install. Each year we see dozens of cases where unexpected issues require technical assistance such as computer failure, hard drive failure, oss of computers from fire/theft/water damage, accidental erasure of data, employee turnover, etc.

Why is there an Annual Support fee?

Each year we put in 1000s of hours of programming time adding new features and improvements to TripTracker. Having each TripTracker customer pay a fraction of the overall cost, benefits everyone with new and enhanced features. Additionally, it helps recoup the ongoing personnel expenses to staff an office 24 hours a day, 365 days a year as well as to help cover a portion of our massive telephone bill.

How does the Annual Support fee TripTracker charges compared to the fee charged by competitors?

We've only changed our Annual Support once in 20 years. One of our competitors charges over $2000 a year, while others charge a monthly fee that adds up to over a $1000 for the year. Many charge transaction fees and other hidden costs. Other competitors automatically cripple and disable your software if you do not pay their annual support fee.

How to contact TripTracker Support

Priority Request Form -

Priority Request form via the internet -

Email - This email address is being protected from spambots. You need JavaScript enabled to view it. - Quick questions and comments.